Something isn't working: start here

Find your symptom below. Most problems come down to four things, and you can rule all four out in about two minutes.

The four usual causes

Before reading further, check these. They explain most reports.

Is the app block on the page? — Where: Features — a banner names any missing block — Why it matters: A feature can be fully on and completely invisible
Is the feature turned on? — Where: Features — the card shows On, Off, or Not live yet — Why it matters: Everything ships off
Is testing mode on? — Where: Settings → General — Why it matters: It hides the app from everyone not on the list
Have you hit your order limit? — Where: Dashboard, under Plan usage — Why it matters: Passing it stops customer editing

Not live yet on a feature card means it is switched on but its block is missing. That is the single most common cause of all.

Find your symptom

Customers cannot see anything

No edit options on the order — Likely cause: The app block is missing — Go to: Customers can't see the edit option
It worked yesterday, not today — Likely cause: Order limit reached — Go to: Plans, order limits and credits
Some customers see it, others do not — Likely cause: Testing mode, or a restriction — Go to: Test on a live store safely
Returns or invoices are missing — Likely cause: Your store is on classic customer accounts — Go to: Account Editor needs new customer accounts

One order behaves differently

One order cannot be edited — Likely cause: A tag, fraud flag, or payment status — Go to: Which orders can be edited
A shipped order cannot be changed — Likely cause: Fulfillment locks editing permanently — Go to: Expected — it becomes a return
A local delivery order cannot be edited — Likely cause: It needs its own setting — Go to: Let customers edit local delivery orders
An order is stuck on hold — Likely cause: Another feature still needs it held — Go to: Fixing 3PL sync problems

Offers are not showing

An upsell never appears — Likely cause: The block is not on the offer's page — Go to: Upsells aren't showing
Email offer links say expired — Likely cause: The offer was edited after sending — Go to: Send upsell offers by email
A free shipping offer does nothing — Likely cause: It needs its own separate block — Go to: Show a free shipping offer

Your warehouse ships the wrong thing

Edits do not reach your 3PL — Likely cause: It pulled the order before the edit — Go to: Why order edits don't reach your 3PL
Orders ship during the editing window — Likely cause: Holds are off, or ignored — Go to: Making order editing work with your warehouse
Nothing ships at all — Likely cause: A long window plus holds — Go to: Set how long customers can edit an order

Emails and automation

Customers get no emails — Likely cause: They went to spam, or Klaviyo took over — Go to: Set up your customer emails
Staff emails stopped — Likely cause: The Klaviyo integration is on — Go to: Connect Klaviyo
A Shopify Flow workflow never runs — Likely cause: Its feature is off — Go to: Shopify Flow isn't firing
WhatsApp sends nothing — Likely cause: The Meta template is not approved — Go to: Send WhatsApp updates

Money and refunds

Shopify says a refund is owed after you paid one — Likely cause: Shopify does not know about credit or exchanges — Go to: Manage return requests
Refunds fail — Likely cause: Your gateway has not settled the payment — Go to: Let customers change items and quantities
Customers are chased for pennies — Likely cause: No minor-adjustment limit set — Go to: Let customers change items and quantities
A discount survived an edit it should not have — Likely cause: Recalculation is off, or it is a bundle — Go to: Let customers add a discount after checkout

Check what customers actually see

Go to Features and select Preview order page. It draws the order page from your real settings and tells you when a feature is off.

It does not check app blocks. A feature can look right in the preview and still be invisible, so check the banner too.

Still stuck?

Have this ready before contacting support:

The order number
What the customer sees, ideally a screenshot
Which of the four usual causes you have ruled out
Whether Preview order page shows the feature

Use Chat with us in the app's Help menu.

FAQ

What is the single most common problem?

A missing app block. Turning a feature on gives Account Editor permission to run; the block puts it on the page. Both are needed.

The app stopped working overnight. What changed?

Check your order limit first — passing it stops customer editing immediately. Then check whether anyone edited your checkout and removed a block.

Why can some customers use it and others cannot?

Testing mode limits the app to a chosen list. After that, order tags, fraud flags and payment status can block individual orders.

Nothing here matches my problem. What now?

Contact support with the details above. The order number and a screenshot answer most questions immediately.

Updated on: 21/08/2026

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